Five Star Quality Care has enhanced its sales standards and processes to help sales associates redouble efforts on the inquiries that can be turned into opportunities, and the opportunities most likely to become success stories.
ALFA 2013 Best of the Best Program to Spotlight
The cornerstone is Five Star’s new comprehensive customer relationship management database, StarForce, which is customized to encourage sales associates to discover and capture why each new prospect has sought them out. The more the sales associate understands the prospect’s needs and wants, the more they can offer meaningful solutions.
“They didn’t call to find out square footage. They called because something happened,” says Roxy Mast, director of sales training.
A greater emphasis is placed on building relationships and offering customized community experiences rather than, say, a general tour. “Not only do we think it helps move the process along, but we also think when they come in, they’re happier because we know about them,” says Mast.
The above best practice was recognized as an ALFA 2013 Best of the Best program to spotlight. Do you have a best practice, product, service or solution at your community or company that is advancing excellence in senior living? The Call for Nominations for the ALFA 2014 Best of the Best Awards will begin in October. Visit ALFA.org/bestofthebest to read more best practices.
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